Gustavo Gonzalez
Summary
Talented Team Leader experienced and dedicated to enhancing satisfaction and business success. Diplomatic and friendly with proven commitment to customer service. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
Work History
Learning Bay Team Lead
Conduent Guatemala
06.2023 - Current
- Trained CO representatives by relaying information on company procedures and Guest Satisfaction.
- Currently delivering Guest Satisfaction Booster to all active Consumer Outreach agents with a head count of 107 agents and a completion of 83% to this day.
Consumer Outreach Representative
Conduent Guatemala
01.2023 - 05.2023
- Educated Guests on product and service benefits, explaining features and answering questions.
Loyalty Resolutions
Conduent Guatemala
01.2021 - 06.2022
- Responded to guest inquiries and provided detailed account information.
- Assisted with escalation requests as well as resolving accounting audits.
- Problem solution to RIR, HGV certificates & MCR redemptions.
- Provided support to Reservations Resolutions (RRS).
Crown & Anchor Society Representative
Conduent Guatemala
11.2019 - 12.2020
- Assisted Crown & Anchor Guests with cruise points & tier changes, enrollment information, program benefits, household relationships and general inquiries such as sales and servicing existing reservations.
- My Cruise Rewards general inquiries, redemptions and service.
RCI Trade Support and Services Representative
Conduent Guatemala
06.2019 - 10.2019
- Assisted Travel Partner inquiries.
- Developed and maintained relationships with our Travel Agencies.
- Assisted Travel Partners with sales and service request.
Customer Service Representative
Allied Global Contact Center & BPO
06.2013 - 04.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Education
Tourism Studies - Tourist Guide
INTECAP
Guatemala City2022
High School Diploma -
Liceo Canadiense
Guatemala City10.2012
Skills
- Analytical and Critical Thinking
- People Skills
- Problem Analysis
- Numbers Ability
Timeline
Learning Bay Team Lead
Conduent Guatemala
06.2023 - Current
Consumer Outreach Representative
Conduent Guatemala
01.2023 - 05.2023
Loyalty Resolutions
Conduent Guatemala
01.2021 - 06.2022
Crown & Anchor Society Representative
Conduent Guatemala
11.2019 - 12.2020
RCI Trade Support and Services Representative
Conduent Guatemala
06.2019 - 10.2019
Customer Service Representative
Allied Global Contact Center & BPO
06.2013 - 04.2019
Tourism Studies - Tourist Guide
INTECAP
High School Diploma -
Liceo Canadiense
Similar Profiles
Suzzette Alejandra Gudiel ReyesSuzzette Alejandra Gudiel Reyes
Customer Care Supervisor US Imports & Exports at UPS - Conduent Business Services Guatemala S.ACustomer Care Supervisor US Imports & Exports at UPS - Conduent Business Services Guatemala S.A
Natalia Andea LeonNatalia Andea Leon
Consulate Agent at General Consulate of GuatemalaConsulate Agent at General Consulate of Guatemala
Laura María Roldán ReyesLaura María Roldán Reyes
University Professor at Universidad del Valle de GuatemalaUniversity Professor at Universidad del Valle de Guatemala